Praise for Taming the Search-and-Switch Customer

“What an excellent wake-up call! Your company’s most valuable asset – your loyal customers – have more tools than ever to compare you to competitors and switch. Griffin does an excellent job identifying the risks to customer loyalty in an environment of immediate and abundant information; and defines a path to earn loyalty through delivery of enhanced value in the eyes of your customers. A truly important premise to building and maintaining a successful business.”

“Every company is in the service business now, whether they realize it or not. Jill’s book is a great start on how to make your service experiences better than they are today.”

Robert Stephen, Founder, The Geek Squad

“In today’s Googlized marketplace, Taming the Search-and-Switch Customer is a must read.”

Ken DeAngelis, General Partner, Austin Ventures

“Griffin is pure loyalty genius!”

Kelly Cook, Vice President, Customer Engagement/CRM, Waste Management
“Taming the Search-and-Switch Customer offers tremendous insights on how to avoid the commodity price trap by differentiating brands on benefits that earn long-term loyalty. It’s a must read for every company at every level. In addition, Boards of Directors should read the book to broaden their awareness of just how their company maintains its momentum in the marketplace and creates value for its stockholders.”

“By providing clear guidance to business practitioners to excel in differentiating their offerings in the age of search, Griffin’s work is essential in demonstrating the ways firms can achieve the holy grail of sustainable customer loyalty.”

Dr. Hildy Teegen, Dean , Moore School of Business, University of South Carolina

“I have been reading Jill Griffin’s books and using them as companion texts in my customer relationship management and consumer behavior classes since her first book, Customer Loyalty, was published in 1995. Jill’s books provide students and executives alike pragmatic frameworks for business development. I recommend them highly.”

Linda L. Golden, JD, PhD, Marlene and Morton Meyerson Centennial Professor in Business and Professor of Marketing, McCombs School of Business, University of Texas

Browse Loyalty Tools

Acclaim for Jill

"I found Jill's message so inspiring that we asked her to address our 2,200 owners and general managers through a series of regional meetings. Her message engages the audience and her ability to 'customize' her remarks toward the brand's particular issues is an outstanding asset."

Joe Kane, President & CEO, Days Inn

"Jill hit the spot! Her presentation kept the audience engaged and thinking. Jill does a great job at breaking down the process and interaction(s) it takes in building loyal and profitable customers…and her examples are fun and exciting."